• Managed, motivated and engaged the resource planning department. Team consisting of Planners, Forecasters and Real time analysts. Lead the department to ensure that key business and customer requirements consistently achieved (80% SLA / Sub 5% Abn Rate) throughout a continuously changing operation.• Responsible for strategic forecasting over 0-8 week period. Owning & planning customer communications, renewals and collection dispatches around deviations to suit CPP and business partner requirements.• Managed shift requirements to meet call profiling and AVAYA call routing delivery. • Re-evaluated resource planning KPIs and processes. Streamlined to ensure business essential tasks completed in addition to providing forecasting accuracy improvements and reducing customer ASA. • AHT management and monitoring to ensure customer service positive whilst achieving business targets. • Ownership of UK contact centre telephony system based requirements. Governing IVR routing specifications and call delivery to align with business objectives and customer service performance. • Project and change management carried out within roll across multiple areas. Documented timelines, work stream requirements, chairing meetings and involving business sponsors. SIPOC Project management format utilised in order to roll out changes successfully – Suppliers, inputs, processes, outputs, Customers. • Own and Raise awareness of any potential business impacts and provide recommendations supported by detailed analysis (CSE attrition – staffing / training requirements). • Managed operational telephony platform change from Genesys 7.6 and onto AVAYA CM5 (February/March 2014). Quick reversal, however no customer detriment as skilling, staffing and routing amendments planned. • Senior management liaison point for multiple projects, supporting requests and implementing necessary changes, utilising business expertise where appropriate to aid technical delivery.

• Extensive knowledge of Genesys and AVAYA platforms, understanding technical capabilities which allow for informed decisions around call routing and customer experience.• Govern UK Operation Routing and Advisor skilling strategies, consisting of 65 agent virtual skill groups. Controlled 50% reduction of Skill groups across all UK departments (Card/ID/Phone), assisting with resource streamlining (Cost reduction) and SLA / ABN Rate Management (Customer experience).• Developed Genesys voice platform systems in order to improve customer success rates. Changed GVP from Voice and into DTMF format, resulting in improvement in call journey experience.• UK Operation IVR and call journey designing and specification. Rolled out new / amended customer facing telephony routes in multiple areas – New products and redesigning existing call routing.• Operational point of contact for UK business around technical and infrastructure changes, built a strong relationship with all IT related areas – Telephony, service, change, app support, Wintel, data management.

• Real time contact centre resource management across 3 UK sites, 600FTE+ managed across Consumer Sales and Customer service areas in order to achieve 80/20 SLA targets and sub 5% ABN rates.• QMAX Workforce management utilised in order to manage advisor shifts, offline activity and absence.• BOXI Reporting utilised to maximise advisor productivity through adherence and shrinkage management.• Multiple telephony platform management capability. Genesys platform operational for key UK business, however reverting to AVAYA platform when required throughout system issues / Genesys downtime.• Trending Analysis produced regularly, reviewing performance outcomes and identifying improvement areas.• Fronted team roll out within Chesterfield operation, introducing platform management / resource planning to multiple management levels. In addition providing training and coaching to site analysts.• Outbound Dialling Management administered across Genesys platform (OCM). Optimisation techniques utilised, maximising contact rates whilst maintaining OFCOM regulations – 7DMC PH Avg.

Role – Increase business revenue through sales and maximize customer conversion rates. Sales opportunities across inbound and outbound channels.Key Responsibilities – Actively promote products and achieve business model targets. Provide Exceptional customer service, enhancing business reputation. Identify and Recommend customer experience improvements. Performance management to consistently improve and deliver.